Since enabling Virtual Agent chatbot for support in April, the ITS Service Desk has seen a 58% reduction in chats that make their way to a live agent. Using a script for a bot to help customers solve some of … Read more

In early January, the ITS Service Desk began giving customers the option to get a call back instead of waiting on hold for tech support — without losing their place in line. With these automated call backs, if a customer … Read more

The ITS Service Desk prides itself on adapting to change, so when it looked as though the COVID-19 pandemic was going to last longer than the state’s initial lockdown, the team already had multiple plans in place. One of those … Read more

When the ITS Service Desk decided to install contactless lockers to limit in-person interactions for computer service repairs, there was no way to know whether customers would respond favorably to the change in a well-established process. After a semester of … Read more

During the first week of classes last week, the ITS Service Desk supported 4,830 contacts, with 1,409 contacts in the first day alone. The overall volume increased over 2019 by 9%, or 450 additional contacts. The week-long tally via phones … Read more

When COVID-19 necessitated a new safe way of dropping off and picking up laptops, the ITS Service Desk devised a creative solution for students — contactless lockers. ITS installed Luxer Lockers at Carolina’s Student Union during the first week of … Read more

Like all ITS Service Desk staffers, Tech Support Analyst Javier Cedeno is working remotely due to the COVID-19 pandemic. Unlike any of his fellow staffers, he is working internationally. Cedeno is stuck in Tome, Chile, by border shut-downs. Since March, … Read more

When Assistant Director Ingrid Camacho took over the leadership of the ITS Service Desk on April 1, she was readily prepared for the responsibilities of the job. What came as a more unusual challenge, however, was taking on those responsibilities … Read more

Tech support analyst Chase Freedman has spent almost 10 years working at the ITS Service Desk in a variety of support roles. Six weeks ago, Freedman would have been found providing hands-on, face-to-face tech support for students, faculty and staff … Read more

Editor’s note: We sat down with Kate Hash, Assistant Vice Chancellor for Customer Experience & Engagement, at least virtually, over Zoom, to ask her how her ITS units have adjusted to serving customers’ needs via remote locations. Q: How has … Read more

The chief of the ITS Service Desk is retiring after 30 years at UNC-Chapel Hill. Sharon Glover, who has led the Service Desk for seven years — one year as interim director and six years permanent — will retire April … Read more

The ITS Service Desk is gaining more clients across campus as it takes on the job of providing Tier 1 support for more University departments. The Service Desk has always had a policy of offering services to all University affiliates. … Read more